Performs senior level or lead customer service activities. The CSR 4 handles the most complex customer service complaints, inquires, and issues.
Performs the complete range of agency customer service functions within the work section. May be responsible for training staff and monitoring work flow within the agency.
Provide customer service in person, by written correspondence, and over the phone to licensees, applicants and the general public. Perform licensing and registration functions and a complete range of agency customer service functions.
Provide technical assistance and procedural guidance to CNA, LNA, CMA, LP, RN, and AP applicants/ licensees. Issue CNA/LNA/CMA licenses/certificates, process name/address changes and license status changes.
Review all documents submitted in regards to a license to ensure all requirements are met prior to issuing the license.
• Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly. Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts, and document all interactions
• Provide information to customers in response to inquiries about licensing, certifications, and other Board program areas. Review and process applications and payments. Explain how to use the State and National websites for renewals, verification of license, certification and status information, and solve customer service application issues
• Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience. Participate in process improvement projects by lending expertise and assistance to promoting and implementing initiatives to improve business process
• Other duties as assigned as related to the position
Knowledge:
• 2+ years of experience in a customer service call center required
Skill:
• Experience with multi line telephones, on-line ticketing systems and personal computers
Ability:
• Ability to work well with others; think critically to formulate customer solutions to complex issues
Driving Requirements:
• Employees who drive on state business are subject to driver’s license record checks, must maintain acceptable driving records and must complete any required driver training (see Arizona Administrative Code R2-10-207.12.)
•Requires possession of and ability to retain a current, valid state-issued driver’s license appropriate to the assignment
If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
The State of Arizona offers a comprehensive benefits package to include:
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Life insurance and long-term disability insurance
• Vacation plus 10 paid holidays per year
• Health and dental insurance
• Retirement plan
• Sick leave
Learn more about the Paid Parental Leave pilot program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page
• Positions in this classification participate in the Arizona State Retirement System (ASRS)
• Please note that enrollment eligibility will become effective after 27 weeks of employment
• If you have any questions, please feel free to contact Shawn McConnell at staffing@azdoa.gov for assistance